#Thought leadership

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schedule

Registration and networking coffee

08:30 - 08:55 Networking area

Welcome remarks

Conference Chairman: Dr. Fahad Al Twaijry -Director, Ejtemaat Events, KSA

08:55 - 09:00 Main conference area

Customer Experience in GOSI

SPEAKER:

Abdullah M. Albahouth, General Manager of Insurance Excellence, General Organization for Social Insurance, KSA

09:00 - 09:20 Main conference area

Introductory Keynote

Introducing the conference theme: Making customer centricity your business game changer

SPEAKER:
Charles Bennett
President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)

09:20 - 09:30 Main conference area

Welcome & opening remarks from the Conference chairman

09:00 - 09:10 Main conference area

Keynote: Changing mindsets - The toughest leadership journey

The fast adoption of innovative technology combined with empathy and a focus on delivering incredible results has set a high bar in the minds of today’s consumers. Take examples such as Apple, AirBnB, Uber - these services have led to consumers having higher expectations in terms of benchmarking quality service. Simply having great technology or an excellent user interface isn't enough to make your company stand out from the others. Empowering your staff with the tools they need is also just as important!
In this keynote, learn how a leading government organisation went through transforming their culture by building emotional connection through deploying a people-centred culture.
SPEAKER:

Razan Al Mazroo, Innovation & Service Design Director, Digital Government Authority, KSA

09:10 - 09:30 Main Conference Area

CASE STUDY : Omni-Connect Your Brand Free from Data Silos

SPEAKER:
Mohammad Mortada - CX Data Solutions Lead, Oracle

09:30 - 09:50 Main conference area

KEYNOTE: A CEO’s guide to leading a CX transformation.

- The 3 building blocks of a CX transformation
- Putting CX at the center of your digital transformation
- leading by example
- prioritizing the CX enablers

SPEAKER:
Mohsen Malaki - Managing Director, Synergy Consulting Group

09:50 - 10:10 Main conference area

Registration & networking

08:00 - 08:30 Networking Area

3 Signature Programmes, in parallel

● Customer Service Foundation Certification (Raquel Perez Nolla)
● Customer Experience Foundation Certification, Arabic (Nisreen Al Shami & Ehsan bin Abdullah)
● Customer Experience Foundation Certification, English (Charles, Hassan & Olga Guseva)

08:30 - 16:00 Main conference area

CERTIFICATION 1: CXSA Certified Customer Experience Foundation Programme

1 Day programme
The Customer Experience and Service Association Middle East (CXSA) is delighted to offer the first customer centricity education certification, designed specifically for people and organisations in the Middle East.
The CXSA education series consists of 12 core competencies split into the following streams:

● Core skills covered in the Practitioner Certification
● Structural skills covered in the Masters Certification
● People skills covered in the Leaders Certification
● Executive support skills covered in the Champion Certification
● Extended skills covered in the Specialist Signature Series

- Structural skills covered in the Masters Certification
- People skills covered in the Leaders Certification
- Executive support skills covered in the Champion Certification
- Extended skills covered in the Specialist Signature Series

The CXSA Foundation Certification is designed for:
● Practitioners who are already in customer centricity positions and want to gain an understanding of advanced next practice CX skills emerging.
● New entrants who need a road map through every competency necessary to creating a customer centric organization.
Foundation is a 2 day workshop aimed at orienting staff into the core components critical to building a customer-centric company, so change thinking and approaches are understood and supported. We recommend all staff in companies looking to become customer centric undertake this workshop.
The workshop gives delegates a CX Foundation Certification Delegates will also create their personal development roadmap to deliver against career aspirations.
Agenda includes the following topics
● Defining Customer Centricity versus Customer Experience
● Business impact with supporting case studies
● Core competencies for creating a customer centric company
● Best practice versus next practice
● Outcome based thinking
● Customer Journey Mapping
● VOC, Research and Insights
● Your role and roadmap


Charles Bennett
President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)
Hassan Mohammad
Chief Knowledge & Innovation Officer/Founding Board Member, CXSA Middle East

Certification by CXSA for all those who attend this workshop and complete the online assessment exercise based on a real world case study in the last 2 ½ hours of the workshop to gain your certification.

9:15 - 16:30

CERTIFICATION 2: CXSA Certified Customer Service Foundation Programme - Delivering Customer Service for Practical and Significant Impact

1 Day programme
After one negative experience, 51% of customers will never do business with that company again. In U.S. alone companies lose more than $62 billion due to poor service.
Yet increasing customer retention rates by 5% increases profits up to 95%.

Good service is no longer enough - companies that want to succeed need to be outstanding and remain so - forever!

This premier Certified Customer Service Programme is designed to build on the latest thinking and techniques. It is inspirational and highly participative supported by wide range of examples and case studies.

Part 1
- Next Practice Foundations
- Practical Impact
- Real World Challenges
- Definitions

Part 2 - Competitive Environment
- Characteristics of High Performers
- Customer Service Strategies
- I.S.E.R.V.E. Customer Service Model
- 7 Step Customer Service Strategy

Part 3
- Building a Customer Service Culture
- Alignment to Customer Experience Strategy
- Goal Setting & Performance Measures
- Recruiting your team
- Tools & Techniques
- Building Authority & Influence
- Performance Feedback

Raquel Perez Nolla Founder of Culture of Excellent Service, Coach and Trainer, Spain
Certification by: CXSA for all those who attend this workshop and complete the online assessment and workshop case study exercises.

09:15 - 16:30

Conference Schedule

Registration and networking coffee

08:30 - 08:55 Networking area

Welcome remarks

Conference Chairman: Dr. Fahad Al Twaijry -Director, Ejtemaat Events, KSA

08:55 - 09:00 Main conference area

Customer Experience in GOSI

SPEAKER:

Abdullah M. Albahouth, General Manager of Insurance Excellence, General Organization for Social Insurance, KSA

09:00 - 09:20 Main conference area

Introductory Keynote

Introducing the conference theme: Making customer centricity your business game changer

SPEAKER:
Charles Bennett
President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)

09:20 - 09:30 Main conference area

Welcome & opening remarks from the Conference chairman

09:00 - 09:10 Main conference area

Keynote: Changing mindsets - The toughest leadership journey

The fast adoption of innovative technology combined with empathy and a focus on delivering incredible results has set a high bar in the minds of today’s consumers. Take examples such as Apple, AirBnB, Uber - these services have led to consumers having higher expectations in terms of benchmarking quality service. Simply having great technology or an excellent user interface isn't enough to make your company stand out from the others. Empowering your staff with the tools they need is also just as important!
In this keynote, learn how a leading government organisation went through transforming their culture by building emotional connection through deploying a people-centred culture.
SPEAKER:

Razan Al Mazroo, Innovation & Service Design Director, Digital Government Authority, KSA

09:10 - 09:30 Main Conference Area

CASE STUDY : Omni-Connect Your Brand Free from Data Silos

SPEAKER:
Mohammad Mortada - CX Data Solutions Lead, Oracle

09:30 - 09:50 Main conference area

KEYNOTE: A CEO’s guide to leading a CX transformation.

- The 3 building blocks of a CX transformation
- Putting CX at the center of your digital transformation
- leading by example
- prioritizing the CX enablers

SPEAKER:
Mohsen Malaki - Managing Director, Synergy Consulting Group

09:50 - 10:10 Main conference area

Registration & networking

08:00 - 08:30 Networking Area

3 Signature Programmes, in parallel

● Customer Service Foundation Certification (Raquel Perez Nolla)
● Customer Experience Foundation Certification, Arabic (Nisreen Al Shami & Ehsan bin Abdullah)
● Customer Experience Foundation Certification, English (Charles, Hassan & Olga Guseva)

08:30 - 16:00 Main conference area

CERTIFICATION 1: CXSA Certified Customer Experience Foundation Programme

1 Day programme
The Customer Experience and Service Association Middle East (CXSA) is delighted to offer the first customer centricity education certification, designed specifically for people and organisations in the Middle East.
The CXSA education series consists of 12 core competencies split into the following streams:

● Core skills covered in the Practitioner Certification
● Structural skills covered in the Masters Certification
● People skills covered in the Leaders Certification
● Executive support skills covered in the Champion Certification
● Extended skills covered in the Specialist Signature Series

- Structural skills covered in the Masters Certification
- People skills covered in the Leaders Certification
- Executive support skills covered in the Champion Certification
- Extended skills covered in the Specialist Signature Series

The CXSA Foundation Certification is designed for:
● Practitioners who are already in customer centricity positions and want to gain an understanding of advanced next practice CX skills emerging.
● New entrants who need a road map through every competency necessary to creating a customer centric organization.
Foundation is a 2 day workshop aimed at orienting staff into the core components critical to building a customer-centric company, so change thinking and approaches are understood and supported. We recommend all staff in companies looking to become customer centric undertake this workshop.
The workshop gives delegates a CX Foundation Certification Delegates will also create their personal development roadmap to deliver against career aspirations.
Agenda includes the following topics
● Defining Customer Centricity versus Customer Experience
● Business impact with supporting case studies
● Core competencies for creating a customer centric company
● Best practice versus next practice
● Outcome based thinking
● Customer Journey Mapping
● VOC, Research and Insights
● Your role and roadmap


Charles Bennett
President & Founding Board Member, Customer Experience Service Association Middle East (CXSA)
Hassan Mohammad
Chief Knowledge & Innovation Officer/Founding Board Member, CXSA Middle East

Certification by CXSA for all those who attend this workshop and complete the online assessment exercise based on a real world case study in the last 2 ½ hours of the workshop to gain your certification.

9:15 - 16:30

CERTIFICATION 2: CXSA Certified Customer Service Foundation Programme - Delivering Customer Service for Practical and Significant Impact

1 Day programme
After one negative experience, 51% of customers will never do business with that company again. In U.S. alone companies lose more than $62 billion due to poor service.
Yet increasing customer retention rates by 5% increases profits up to 95%.

Good service is no longer enough - companies that want to succeed need to be outstanding and remain so - forever!

This premier Certified Customer Service Programme is designed to build on the latest thinking and techniques. It is inspirational and highly participative supported by wide range of examples and case studies.

Part 1
- Next Practice Foundations
- Practical Impact
- Real World Challenges
- Definitions

Part 2 - Competitive Environment
- Characteristics of High Performers
- Customer Service Strategies
- I.S.E.R.V.E. Customer Service Model
- 7 Step Customer Service Strategy

Part 3
- Building a Customer Service Culture
- Alignment to Customer Experience Strategy
- Goal Setting & Performance Measures
- Recruiting your team
- Tools & Techniques
- Building Authority & Influence
- Performance Feedback

Raquel Perez Nolla Founder of Culture of Excellent Service, Coach and Trainer, Spain
Certification by: CXSA for all those who attend this workshop and complete the online assessment and workshop case study exercises.

09:15 - 16:30

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